Job summary
- Main area
- Adult and Young People Mental Health
- Grade
- NHS AfC: Band 4
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week
- Job ref
- 333-J-UC-0015
- Employer
- Central and North West London NHS Foundation Trust
- Employer type
- NHS
- Site
- The Gordon Hospital
- Town
- London
- Salary
- £30,279 - £33,116 per annum inc HCAS
- Salary period
- Yearly
- Closing
- Today at 23:59
Employer heading
Single Point of Access Associate Practitioner
NHS AfC: Band 4
Job overview
The Single Point of Access (SPA) Associate Practitioner will provide support to the single point of access service.
They will work as part of a team providing support callers into the SPA. Being the first point of contact, listening and accurately recording callers’ concerns, and where appropriate providing support and signposting advice. Where they speak to callers who have high risk or clinical queries they will identify this and transfer the call to a clinical member of the team.
They will carry out an initial triage and screening of all callers into SPA to ascertain the best intervention for the caller.
They will provide low level interventions to callers into SPA, such as breathing exercises, using Trauma Informed techniques to regulate emotions and de-escalation skills.
They will carry out administrative tasks as required, including processing referrals and other emails into the service; and maintaining effective administration systems and processes for the team.
They will work within service level standards to deliver an efficient service; dealing with telephone and personal enquiries from patients, carers and members of the public, GPs and other healthcare professionals and statutory and non-statutory organisations.
They will contribute to daily MDT meetings discussing crisis calls and crisis plans, particularly for service users that regularly call SPA to support the development of patient focused crisis plans.
Main duties of the job
- To act as a first point of contact for the Single Point of Access, recording on Trust clinical systems the patient details and reason for call; and deciding on next appropriate action for that call.
- To sensitively and compassionately identify access needs early in a call and taking appropriate steps to ensure these are addressed to allow for a supportive call. This includes callers of a non-English speaking background (who may require an interpreter), those with a hearing impairment, with altered emotional states and neurodiverse callers.
- To provide support and advice to people calling into SPA within the boundaries of own professional knowledge and ability escalating calls to more senior SPA staff as appropriate.
- To have a full working knowledge of the IT systems and applications used.
- Identify and escalate where risks of harm to self and or others is expressed on a call. Have an excellent working knowledge of safeguarding issues and ability escalate these to clinical colleagues when a caller raises concerns.
- To ensure that patients’ notes are treated confidentially and are correctly maintained following Caldicott guidelines and that documentation contained therein is correct, of a high quality of standard and is maintained at all times.
- Undertake regular reflective practice, clinical supervision and regular audit of calls to ensure that they are providing supportive high-quality support to callers and maintaining a healthy and interested state of mind whilst working
Working for our organisation
Vaccination
The successful applicant may have contact with patients or service users. As an NHS Trust we strongly encourage and support vaccination as this remains the best way to protect yourself, your family, your colleagues and of course patients and service users when working on our healthcare settings..
Values
Central and North West London NHS Trust expect all staff to act in a way that shows they understand our core values and are willing to put them into practice with patients, their friends, family and carers, and also other staff members.
We expect you to show COMPASSION, contribute to a caring and kind environment, and recognise that what you do and say helps can make the lives of others better.
We expect you to RESPECT everyone and acknowledge and welcome people’s differences rather than ignore them or see them as problematic.
We expect you to EMPOWER others and continually try to provide information, resources, and support to help others make their own decisions and meet their own needs.
We expect you to work in PARTNERSHIP and behave in a way that shows that you recognise that commissioners and users of our services are the people who generate and pay for our work.
We expect you to role model these values and contribute to ensuring that they are embedded in the practice of the team.
Detailed job description and main responsibilities
The post holder will also be required to:
- Provide complete administrative support to the multi disciplinary staff of the Single Point of Access, including word processing, filing, e-mails, photocopying, sending appointments, data quality and capture using appropriate systems and photocopying.
- Operate and manage the Single Point of Access administration systems as required.
- Maintain a diary of patient appointments for SPA electronically; scheduling appointments as necessary, ensuring patients are notified of any changes to appointments.
- Arrange meetings, book rooms and equipment, organise refreshments where appropriate and respond to changes of circumstances in a timely manner.
- Complete relevant typing, photocopying, scanning, faxing, filing and maintenance of up-to date IT systems.
- Have sufficient knowledge of patients and professionals’ requirements to ensure the efficient running of the service
- Establish and maintain a well-organized and effective administrative service able to meet the needs of the service users and staff
- Monitor demand against capacity and escalate to more senior staff staff where issues arise against agreed protocols.
- Provide monthly statistics on throughput to team manager as requested.
- Undertake regular clinical audits of SPA activity in relation to both calls and referrals received into the service.
- Work within a 24-hour, 7 day a week rota system.
- Support and provide induction to new starters within the SPA service.
- Provide cover to more senior administrative / other urgent care administrative staff as and when necessary.
- Take stationery and equipment inventories where necessary and order goods for colleagues using the E-Procurement system.
- Collect and distribute all internal and external mail on a daily basis when required.
- Any other duties to support the team as and when required by team manager.
Person specification
EDUCATION AND QUALIFICATIONS
Essential criteria
- Educated to GCSE standard or equivalent.
- NVQ3 in Business Administration or evidence of equivalent practical experience.
- Good standard of written and spoken English
PREVIOUS EXPERIENCE Paid/unpaid relevant to job
Essential criteria
- Previous administrative experience in the NHS, preferably in mental health services
- Relevant experience of working in an administrative role.
- Previous experience of working on a telephone helpline / mental health crisis line or equivalent.
- Computer literacy and word processing skills (MSOffice Word) 40-45 wpm typing speed.
- Data entry skills including knowledge of using Excel.
- Understanding of Data Protection / Confidentiality.
- Previously experience of working in a team (particularly a multi-disciplinary team).
Desirable criteria
- Knowledge of Windows packages for example PowerPoint and Outlook
- Application of technology in the office i.e. Email and Networking
SKILLS, KNOWLEDGE, ABILITIES
Essential criteria
- Good communication and interpersonal skills including the ability to communicate effectively verbally and in writing.
- Exercise own judgement when dealing with enquiries from patients, relatives / carers or other professionals.
- Excellent organisational skills
- Ability to prioritise workload, and plan and organise own time effectively.
Desirable criteria
- Experience of working in a culturally diverse inner-city area.
- Understanding of hospital and/or social services environments
- Knowledge of the Data Protection Act and Caldicott Guardian
- Able to deal with difficult/emotional callers
OTHER
Essential criteria
- Sickness (or attendance) record that is acceptable to the Trust
- Declared medically fit by the Occupational Health Department to perform the duties of the post.
- The post holder must have the ability to understand and implement the Equal Opportunities Policy at a level appropriate to the job.
Employer certification / accreditation badges
Applicant requirements
This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.
Documents to download
Further details / informal visits contact
- Name
- Sunday Dariya
- Job title
- Single Point of Access Senior Site Administrator
- Email address
- [email protected]
- Telephone number
- 0800 0234 650
- Additional information
An exciting opportunity has arisen to work in our dynamic CNWL mental health Single Point of Access Service.
Do you have experience of working in a mental health environment, supporting and signposting people in crisis?
Do you care passionately about making sure that patients and carers get the right service?
Are you an excellent communicator, with fantastic telephone and customer service skills?
Are you a team player who thrives on challenge and thinking on their feet?
Are you an experienced administrator with an eye for detail and good office skills?
If this is you – we want you! Apply today!
Based in a convenient central London location in Victoria; The SPA is a multi-disciplinary team, providing telephone triage, signposting, advice and crisis support 24-hours a day, seven days per week, 365 days a year for patients, carers, GPs and other referrers. We are also the single point of access into secondary adult mental health services for the North West London boroughs of Brent, Harrow, Hillingdon, Kensington & Chelsea and Westminster.
Successful candidates will be expected to work a flexible shift pattern to meet the needs of this 24 hour service, based on early, late and night shifts.
All staff will receive supervision, support and training.
If you have any questions or wish to discuss the role in more detail please contact:
Sunday Dariya, Single Point of Access Senior Site Administrator.
Monday - Friday, between the hours of 8am - 4 pm.
Email: [email protected]
Please provide your contact details in the email.
If you have problems applying, contact
- Address
-
Argo House 180 Kilburn Park Road
London
NW6 5FA
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